Osman Yoldaş Email & Phone Number

- Performing as Business Analyst and Consultant for ecommerce and integration projects,- Being responsible for implementation of new systems and enhancement of the existing systems,- Defining, validating, analyzing and documenting customer requirements to provide the most suitable solutions,- Creating UML diagrams, mockups and prototypes to capture the complete and accurate requirements,- Ensuring integrations with other applications/systems (such as ERP, CRM, SAP Hybris) and marketplaces (such as Trendyol, Hepsiburada),- Establishing QA test strategies, methodologies, test plans and executing functional tests using tools such as Postman,- Working with multiple database systems (such as T-SQL, MsSQL and PostgreSQL),- Conducting root cause analysis for software issues and develop and implement resolution plans by using database tools (such as Toad, PgAdmin, SSMS),- Being part of product design process to be done effective UX,- Attending and leading meetings with teams to ensure always aligned with the roadmap,- Communicating with clients, in order to collect requirements and receive new requests and translating them into specific requirements,- Organizing and leading meetings with clients to follow the progress of the projects in line with their plans,- Leading to user acceptance testing (UAT) process for multiple applications to ensure that applications meet customer requirements and are ready for deployment,- Provide support to clients to ensure that applications are used effectively and efficiently,- Working closely with development teams throughout the development process, ensuring coordination to meet customer needs and requirements,- Providing project management support for projects, ensuring that project timelines are met and budgets are adhered to,- Working closely with product managers to define the strategy, roadmap, features of products,- Coordinating and managing version releases ensuring that applications are deployed successfully.

Istanbul, Turkey

Outsourcing support from Idea at British American Tobacco location.I, as an Application Support Analyst, was a part of BAT Turkey's Solution Center Team and was responsible for providing support for ERP (Sales, Purchase, Marketing, Finance, Inventory, CRM, SCM) application which used by users from Turkey, South Africa and GCC countries (Kuwait, Qatar, Oman, Bahrain, KSA and UAE). I worked with a great team to achieve the best results.My key responsibilities were;- Analyzing ,investigating, resolving system issues and if possible providing workaround for them.- Managing all incidents, service requests, problem records and change requests by ITSM tool (Cherwell and CA Service Desk).- Using basic data visualisation to monitoring system performance.- Being ensure about compliance of all user requests' with SOX Audit.- Analyzing and detailing user requests to be done by development team.- Providing evidences for SOX Audit.- Using SQL and PL/SQL to analyze issues and provide data from database for service requests of users (batch job running, data extraction, etc ).- Monitoring system availability (batch jobs, services (File Transfer Protocol (FTP), Internet Information Services(IIS), etc).- Monitoring integration between the application and SAP.- Analyzing and directing SAP BI report issues to BI team.- Performing software tests (Regression, Integration and System) for bugfixes and BR (Business Releases).- Helping users to complete and document user acceptance tests (UAT).- Microsoft Patch Management (ensuring and documenting about that the system up and running after MS update).- Reporting hardware issues to T-System's team and requesting system upgrades (storages capacity, etc).- Preparing documents for users (user manuel, etc).- Managing user accounts on the application and SAP BI/BO tool.

Istanbul, Turkey

Outsourcing support at customer location (British American Tobacco)

Istanbul, Turkey

I was responsible for nationwide users' support of Sales - Distribution (CRM, SCM,...) and Fintech Applications (e-Invoice, e-Ledger, e-Archive Invoice and e-Dispatch).Responsibilities included;- Contacting with users by phone, email and remote desktop connection to resolve issues related to application.- Communicating with other departments by using a ticketing system to explain and escalate issues.- Researching root cause of issues.- Having knowledge of existing change requests and problem records and following their status to inform users.- Preparing documents for users and the company.- Training users about usege of multiplatform applications (SaaS, Android, Windows Mobile).

Istanbul, Turkey

- Resolved technical issues related to IT (hardware, software and network)

Master'S Degree, Management Information Systems, 3.90/4

Bachelor'S Degree, Business Administration, 3.18/4

Associate'S Degree, Computing And Systems Development, 3.48/4

England, United Kingdom The Pearson BTEC Level 5 HND Diploma in Computing and Systems Development (QCF)

Associate'S Degree, Computer Technologies, 3.48/4